Customer Experience Advisor | S1 | Retail Banking | Canary Wharf

Customer Experience Advisor | S1 | Retail Banking

Location: Canary Wharf Work Cafe Branch, United Kingdom
Working hours: 35 hours per week (rota’d basis), Monday to Saturday, between 8am and 6pm

IT STARTS HERE

Santander is evolving from a global, high-impact brand into a technology-driven organisation, and our people are at the heart of this journey. Together, we are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what’s possible.

This is more than a strategic shift—an opportunity for driven professionals to grow, learn, and make a real difference.

Our mission is to help more people and businesses prosper. We embrace a strong risk culture and all professionals at all levels are expected to take a proactive and responsible approach toward risk management.

Retail & Commercial Banking is a global business integrating retail and commercial banking activities to better serve customers, improve efficiency, and drive value creation.

The Difference You Make

Santander is looking for a Customer Experience Advisor based out of the Canary Wharf Work Cafe Branch. You will act as the friendly face and voice of Santander—listening to customers, solving problems, supporting customers with cash transactions and technology in the banking hall, transacting over the phone, and helping protect customers against fraud and scams. You’ll never know what the next challenge will be.

You will have plenty of support—life in a branch can be busy, varied, and challenging, and you will be part of a close-knit team.

You will be flexible and comfortable undertaking a broad range of activities. You will thrive in a multi-skilled environment and take satisfaction from being the eyes and ears of the business.

To succeed in this role, you will be responsible for:

• Acting as the first point of contact for customers in branch or over the phone
• Assisting with day-to-day transactions, queries, and servicing
• Answering customer calls into our contact centre
• Building relationships and finding solutions
• Developing your knowledge of services and products to help customers
• Identifying new ways to improve the customer experience

What You’ll Bring

Every individual contributes unique perspectives that make us stronger as a team and as an organisation. We enable teams to go beyond by valuing who they are and empowering what they bring.

The following requirements represent the knowledge, skills, and abilities essential for success in this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Professional Experience

• Proven ability to deliver outstanding customer service either face-to-face or via telephony background (Required)
• Ability to communicate effectively with customers to truly understand their needs (Required)
• A real desire to go above-and-beyond for customers (Preferred)
• Effective team working skills with a flexible, can-do approach to work (Preferred)
• Openness to a broad range of activities, even if outside standard expectations (Preferred)
• Ability to grow, adapt, and change to accommodate business needs and priorities (Preferred)

We Value Your Impact

At Santander, your contribution matters. We recognise the difference you make every day and ensure you feel valued, supported, and rewarded.

• Starting salary: £28,800.00, together with a £500 flexible benefit allowance, and the opportunity to earn a discretionary performance-related bonus of 8% of salary
• Annual leave: 25 days’ holiday plus bank holidays, increasing to 26 days after 5 years’ service, with the option to purchase up to 5 contractual days per year
• Voluntary healthcare benefits at discounted rates, including medical insurance, dental insurance, and health assessments
• Pension: Santander will put 8% of salary into your pension even if you don’t contribute; if you contribute, Santander will pay up to 12.5% of salary, and you can take some of Santander’s contribution in cash if you prefer
• Protection for you and your family, including company-funded death-in-service benefit and income protection insurance, plus discounted rates for additional life assurance and critical illness cover
• Opportunity to share in Santander’s success by saving or investing in share plans
• As a Santander UK employee, you can request fee-free staff versions of products such as Edge Current Accounts and Credit Cards, and apply to many other deals and discounts in Santander products and services
• Competitive rewards that reflect the real impact you make and the value you bring
• Wellbeing: support across physical, mental, social, and financial wellbeing, including apps, discounted gym and fitness access, weekly online classes, flexible healthcare, and mental health support
• Support for every life stage: including enhanced family leave, childcare options, and tailored wellbeing support
• Time to give back: volunteering opportunities that let you make a difference in the communities we serve
• Global growth opportunities: opportunities to shape your career, learn new skills, and explore what’s possible across our international network

Local Compliance

Santander is an inclusive organisation that provides equal opportunities for everyone regardless of age, gender, disability, civil status, race, religion, or sexual orientation.

We are committed to creating a recruitment experience that is accessible, fair, and welcoming for all candidates.

Please consider the travel distance, time, and cost to your chosen branch location when applying.

Right to Work in the UK

• All candidates must have the right to work in the UK to commence employment with Santander.

What To Do Next

If this sounds like a role you are interested in, please apply.

If there’s anything we can do in the recruitment process to help you achieve your best, get in touch. You can contact us at resourcing@santander.co.uk.